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Global business resiliency key to market capture

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CIOL Bureau
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Sandhya S

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BANGALORE: With more companies opting for multi-sourcing model for best of

breed global service delivery modules, global business resiliency will hold the

key for mature market capture strategy.

Mark Mayo, partner and managing director, Global Advisory Services, TPI said

that companies needed the ability to flex corporate business support

infrastructure with confidence.

“The BPO players need to look at the market at a differentiating pointer as

a defined services and defined prices. They need to think of moving beyond

transactional pricing model for a strong orientation of metrics and pricing

towards end-end results,” he said, addressing a session on "Global

sourcing and the maturing marketplace”, at the ninth Nasscom ITES-BPO India

Strategy Summit in Bangalore.

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“Indian companies are inherently good at relationship building strategies

and have good negotiating skills. However they need to build better track record

and show strong operational capabilities on par with the global players to truly

compete in the global marketplace,” he said.

Akshaya Bhargava, head-BPO Investments, 3i Plc, said that Indian companies

need to branch out to various platforms and bring in more intellectual property

to drive growth.”

“Indian BPO players are intensely preoccupied with supply side issues of

attrition, people management, service delivery model and such other issues.

However, they cannot ignore the demand side issues and need to address it from

an overall perspective to leverage business benefits,” he said.

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On the issues of BPOs facing midlife crisis, he said that leading Indian BPO

companies are those who were the early adopters. If one were to draw a bell

curve, the Indian players are nowhere in the central part which means that

either they are big time players or operating in small market share.

“We have not seen any mid market players where the market is huge. If they

need to move up the value chain, it's imperative for them to consider

differentiating business models and identifying new opportunities. Operating in

a platform is the key differentiator,” he said.

Speaking on the evolution of contact center, Bert Quintana, vice president,

Dell

International Services, said, “Today's contact centers have evolved with

a global footprint and offer 24/7 support facility and have transformed from

call center to contact centers. It is leveraging different skill sets in

different geographies offering consistent and standardized customer experience.”

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